A leading Japanese IT and business services company, operating in over 100 countries, faced inefficiencies due to legacy systems, disconnected processes, and limited visibility into assets and IT infrastructure. These challenges impacted customer service quality, IT operations, and overall business agility.
Accion Labs partnered with the client to implement a strategic ServiceNow solution, delivering:
Automated Customer Service Management – AI-powered virtual assistants, automated case routing, and sentiment analysis for faster resolutions.
Seamless Order & Invoice Processing – Real-time order management (Salesforce integration) and AI-driven invoicing (PeopleSoft & Oracle Financials).
Enhanced IT Operations & Service Management – AIOps-based proactive monitoring, automated patch management, and real-time IT asset tracking.
Stronger Collaboration & Process Optimization – Breaking silos between departments, improving data synchronization, and streamlining workflows.
Business Impact
35% faster case resolution times
20% increase in customer satisfaction (CSAT)
40% faster order processing
30% reduction in system downtime
50% faster incident resolution
95% compliance achieved through automated patch management
By integrating ServiceNow CSM, ITSM, and ITOM Pro, Accion Labs empowered the client with a scalable, customer-centric, and data-driven approach to IT and service operations.
Download the full case study to see how Accion Labs can help drive your digital transformation.
